Air Lines Endorses DOT Inspector General’s Recommendations on
Airline Customer Service
Airline plans to build
on current service practices already in place
Oct. 2007 – Delta Air Lines (NYSE: DAL) today voiced support
for recommendations released in late September by the U.S.
Department of Transportation Inspector General advising
airlines, airports and government agencies on steps to improve
airline customer service and minimize long, on-board delays.
supports the recent recommendations made by the Inspector
General to mitigate the impact of lengthy delays on our
customers,” said Richard Anderson, Delta’s chief executive
officer. “We take these recommendations seriously
because we know and care for our customers and believe superior
service is paramount to our success.”
Customer Service Commitment and/or Contract of Carriage will be
updated to include several of the recommendations from the
Inspector General’s report that are already in practice at
what constitutes an “extended period of time” for
set timeframes to elevate any flight experiencing lengthy
taxi-in and taxi-out delays to senior operational leaders in
order to seek expedited resolution – 60 minutes for
taxi-in delays and 90 to 120 minutes, depending on
airport conditions, for taxi-out delays;
to delta.com Delta’s Airline Customer Service Commitment
and Contract of Carriage;
and resolving issues within Delta’s control that lead to
chronically delayed flights or modifying scheduled block
times for each such flight, subject to external conditions,
to ensure each flight operates consistently with its
customers, upon request, with on-time performance
information for any Delta or Delta Connection flight during
the reservation process --via reservation agent or via a
link to Delta’s on-time information provided on delta.com;
incidents of lengthy on-board delays to identify trends and
causes and implement solutions to mitigate future similar
with policies governing long on-board delays.
also is taking the following steps to implement additional
recommendations of the Inspector General:
- Posting historical
on-time information by flight on delta.com;
- Self-auditing Delta’s
compliance with the Airline Customer Service Commitment;
closely with airports to establish processes for mitigating
lengthy on-board delays;
in a national task force with DOT, FAA, airports and airline
peers to coordinate and develop contingency plans for
dealing with lengthy on-board delays, including sharing
facilities and making gates available for use during
with the Bureau of Transportation Statistics’ new
reporting requirements capturing all events resulting in
long on-board delays, such as flight diversions.
has already laid out a plan to do our part in reducing chronic
delays and congestion in the Northeast before another busy
summer travel season begins,” Anderson said. “As New York
City’s leading international carrier, we are proud to take a
leadership position in redesigning our JFK schedule to
accommodate our international flying – much of it to
destinations not served by other U.S. airlines – while helping
to reduce congestion at peak times by more evenly scheduling
Delta flights throughout the day.”
airline also expects customers to benefit from access to both
its Airline Customer Service Commitment and updated Contract of
Carriage documents, which will be made available on delta.com in
the coming weeks.
Air Lines operates service to more worldwide destinations than
any airline with Delta and Delta Connection flights to 310
destinations in 54 countries. Since 2005, Delta has added more
international capacity than all other major U.S. airlines
combined and is the leader across the Atlantic with flights to
36 trans-Atlantic markets. To Latin America and the Caribbean,
Delta offers more than 400 weekly flights to 53 destinations.
Delta's marketing alliances also allow customers to earn and
redeem SkyMiles on nearly 15,000 flights offered by SkyTeam and
other partners. Delta is a founding member of SkyTeam, a global
airline alliance that provides customers with extensive
worldwide destinations, flights and services. Including its
SkyTeam and worldwide codeshare partners, Delta offers flights
to 475 worldwide destinations in 104 countries. Customers can
check in for flights, print boarding passes and check flight
status at delta.com.
and The Leading Hotels of the World Launch SkyMiles Partnership
members may earn 1,000 miles per stay and double miles through
May 2007 – Delta, one of the world’s fastest growing
international airlines, has announced a new partnership with The
Leading Hotels of the World, Ltd., which will offer SkyMiles for
stays at luxury properties worldwide. As the first U.S.
airline to partner with Leading Hotels, Delta’s SkyMiles
members will earn 1,000 miles for each visit booked through www.lhw.com/skymiles.
more than 430 properties, The Leading Hotels of the World, Ltd.
has partnered with Delta to provide SkyMiles members even more
ways to earn miles toward award travel,” said Jeff Robertson,
managing director of the SkyMiles program. “We are proud
to be the first and only U.S. airline to launch a partnership
with Leading Hotels of the World.”
part of a special launch offer, SkyMiles members may earn 2,000
miles per stay through July 15* at any Leading Hotel or Resort.
partnership will provide mileage-earning opportunities at 80,000
rooms in 80 countries on six continents, and will complement
Delta’s international service to global cities such as
Budapest, Dubai, Johannesburg, Mexico City and New York City.
Hotels is the most comprehensive brand of luxury hotels and
resorts worldwide. We are delighted to invite Delta’s SkyMiles
members to experience luxury travel the Leading way,” said
Marshall Calder, Sr. Vice President, Marketing of The Leading
Hotels of the World, Ltd.
its founding nearly 80 years ago, The Leading Hotels of the
World, Ltd. has set the gold standard in hospitality. As
an international brand, it offers the largest and most
comprehensive global collection of luxury hotels. It
counts among its elite membership more than 430 of the world’s
finest hotels– from a palace hotel in the heart of Paris to a
luxurious Bedouin encampment in the desert, and from large,
sleek high-rises in Asia to private island retreats.
award-winning Delta SkyMiles program offers members multiple
mileage-earning opportunities when flying Delta, Delta Shuttle®,
the Delta Connection® carriers, Delta AirElite® and other
SkyTeam® airlines. Additional mileage-building
opportunities are offered through more than 100 partners such as
the Delta SkyMiles Credit Card from American Express,
SkyMilesShopping.com, participating hotels, car rental
companies, telecommunication services, restaurants, retailers
and more. Now in its 26th year, the SkyMiles program
received a “Lifetime Achievement Award” at the 2006 Freddie
Awards in recognition of its many contributions to the airline
loyalty industry, and it was named “Best Frequent Flyer
Program” for 2006 by Business Traveler magazine.
Air Lines (NYSE: DAL) offers customers service to more
destinations than any global airline with Delta and Delta
Connection carrier service to 311 destinations in 52 countries.
With more than 60 new international routes added in the last
year, Delta is adding international flights at a faster rate
than any other major U.S. airline and is a leader across the
Atlantic with flights to 32 trans-Atlantic destinations.
To Latin America and the Caribbean, Delta offers more than 600
weekly flights to 58 destinations. Delta's marketing
alliances also allow customers to earn and redeem SkyMiles on
nearly 15,000 flights offered by SkyTeam and other partners.
Delta is a founding member of SkyTeam, a global airline alliance
that provides customers with extensive worldwide destinations,
flights and services. Including its SkyTeam and worldwide
codeshare partners, Delta offers flights to 462 worldwide
destinations in 98 countries. Customers can check in for
flights, print boarding passes and check flight status at delta.com.
||MWR Sports Director
Raul Rivera, entered in MilitaryPartners Win Big on the
Web and won the grand prize Delta Air Lines tickets back
to the United States. While searching for fitness
related articles, Mr. Rivera found valuable information to
include in his weekly fitness programs on
MilitaryPartners. Upon being notified of his big win, Mr.
Rivera claimed that he was so surprised to win the grand
prize and that he will use the tickets to fly home this
summer to visit his family after many years.
to Offer Award-Winning HBO Programming Through Industry-Leading,
In-Flight Entertainment System
“The Sopranos” and other original series among the programs
available on-demand with new dedicated HBO channel on Delta
content exclusively composed for Delta to include HBO
behind-the-scenes footage and interviews with talent for
overhead screen viewing
Feb. 2007 – Bolstering its efforts to transform the
in-flight travel experience and offer customers more choices of
today’s popular entertainment content, Delta Air Lines will
become the first airline to offer HBO content and popular
programs through the airline’s industry-leading, in-flight
entertainment system on worldwide flights.
this summer, customers can view a 30-minute block of HBO content
composed exclusively for Delta that will be available at no cost
on the aircraft’s overhead entertainment system. Customers can
also view a new dedicated HBO channel, available on Delta’s
seatback in-flight entertainment system, that will offer 40 to
50 hours of the network’s most popular content – including a
diverse slate of award winning programming, ranging from
original series, movies, theatrical films, mini-series, TV
movies, stand-up comedies and family programming – all
available on flights featuring Delta’s digital on-demand
entertainment system. The HBO channel will be available to First
class and international BusinessElite customers at no cost and
to domestic Economy class customers for $5 per feature film or
movie and $2 for all other television programs. More
2006 - The airlines are reminding their customers of new
requirements from the U.S. Transportation Security
Administration (TSA) affecting all airline passengers.
August 10, 2006, the TSA has advised that travelers are not
allowed to transport any liquids, gels, lotions, aerosols or
similar items on their person or in their carry-on luggage. This
includes items such as beverages, hairspray, toothpaste and
shampoo. Customers are advised to transport these items in their
checked luggage or discard them before entering the security
airline is suggesting that all customers consider checking all
of their luggage, in an effort to minimize delays at airport
and juice are prohibited.
allowed on board include baby formula, breast milk and
baby food in small containers if a baby or small child is
medicine with a name that matches the name on the
passenger's ticket and essential non-prescription
medicines, NOT TO EXCEED 4 ounces per container, are
allowed. Additionally, liquids or gels (including
juice) for diabetic passengers to address their
medical condition, NOT TO EXCEED 5 ounces per
container, will be allowed. These items must be presented
for inspection at the security checkpoint.
Essential non-prescription medicines allowed now
include contact eye saline solutions and eye care
products such as eye drops and contact lens solution.
Free items may be transported in the cabin of the aircraft
if they are delivered to the passenger immediately before
boarding or onboard the aircraft. If an international
passenger is transferring to a domestic flight upon
arrival in the US, they will be required to place Duty
Free items that are liquids, gels or aerosols in their
checked luggage before resubmitting the checked luggage to
the TSA for screening. If a passenger is transferring to a
connecting flight at an international location (for
example, Tokyo-Narita), these items may be confiscated by
If you purchase a beverage or other liquids or gels
after clearing the security checkpoint, please dispose
of those materials before boarding your flight.
Expect to be asked to remove all shoes at security
checkpoints. While this is a common occurrence, you can
expect these checks to be nearly universal.
all directives from Transportation Security Administration
personnel. This is a developing situation and protocols
may change as new information becomes available.
additional information on this new TSA security requirement
becomes available, it will be posted on the TSA's Web site at www.tsa.gov,
Launches First Non-stop Service between Atlanta and Düsseldorf
connections for business, leisure and cargo customers between
the Americas and Germany
April 2006 – Customers traveling between the Americas
and Germany will now find easier connections thanks to Delta’s
new non-stop service between the world’s largest airline hub
in Atlanta and Düsseldorf. Effective today, Delta will become
the only U.S. airline to offer customers non-stop service
between the United States and Düsseldorf.
of Delta, Atlanta is becoming America's gateway city,” said
Atlanta Mayor Shirley Franklin. “Through the numerous linkages
formed via direct flight routes
to international destinations and strategic partnerships, Delta,
for the past 65 years, has helped to foster the City's
international economic and cultural ties. We look forward to the
opportunities that this flight from Atlanta to Düsseldorf will
bring. Düsseldorf is a city rich in history and is, like
Atlanta, a prosperous financial, commercial, art and cultural
center. Indeed, we have much to offer each other.”
Delta’s new service will be operated with wide-body Boeing
767-300ER aircraft with the capacity to carry up to 204
passengers in a two-class configuration, featuring Delta’s
award-winning BusinessElite™ service. Additionally, beginning
later this spring, Delta will provide customers with a more
comfortable and entertaining international BusinessElite
experience offering all-leather seats and state-of-the-art
“We are pleased to be launching this new service today and to
open our global network to customers traveling to and from the
business and industrial heartland of Germany,” said Glen
Hauenstein, Delta’s executive vice president – Network and
Revenue Management. “North Rhine-Westphalia is the most
heavily-populated state in Germany with a diversified modern
economy, and we expect our new service will help support
economic growth by providing the only link between Düsseldorf
and the United States provided by a U.S. airline.” Story
and Avis Celebrate SkyMiles Silver Anniversary and Give Away 25
New Cars to Lucky Customers
program celebrates 25th year with promotions and partners:
SkyMiles members have chance to win 25 all-new 2007 Saturn SKYs
March 2006 – Delta Air Lines is celebrating the 25th
anniversary of its award-winning SkyMiles® program with its
U.S. customers by sponsoring a grand sweepstakes giveaway with
the support of Avis® Rent A Car. Delta will award all-new 2007
Saturn SKY roadsters to 25 lucky SkyMiles members. The silver
anniversary festivities will also include a series of special
events and partnership launches throughout the year.
“With the silver anniversary of our SkyMiles program
and our unprecedented global expansion, 2006 will be an exciting
year for us and provide a great reason to celebrate with our
customers,” said Paul Matsen, Delta’s chief marketing
officer. “Our customers have made Delta’s SkyMiles program
one of the most successful and longest-running airline programs.
To thank them for their business, we’re providing new
mileage-earning opportunities with additional routes and new
partners, as well as the chance to win 25 stylish and sleek, SKY
travel planning for you
Discover how easy
it is to
a great fare
your flights online
your existing itineraries
using 800 mile segment points
Delta's network of hotel and car partners
your plans change, find out how to
for a refund
a lost ticket
more about your air travel experience
where you can fly and what to do when you arrive
out what you can bring with you
more about in-flight meals and entertainment
Each quarter, two complementary trans-oceanic Delta Air Line
tickets are awarded to service members, who enter the “Win
Big on the Web” sweepstakes via MilitaryPartners site, or by
mailing their entries in.
Along with these grand prize offerings, military web surfers
can also win weekly commemorative prizes.
For more information, click on to
Win Big on the Web!
Airport Security Information
After the attack on September 11 and the current war on
terrorism airport security continues to grow tighter. Travelers
flying to or from the states in 2003 should plan a little ahead
to stay prepared for the some of the new security measures being
enforced this year by the recent security bill passed by
Although, for most frequent travelers the procedures of
enhanced security should already be expected, there is more to
come. To protect travelers from terrorists the Transportation
Security Administrations has already hired more than 50,000
employees at 424 commercial airports to screen passengers and
baggage. The new bill congress has passed originally ordered
that every checked bag be searched whether by human, dog or
machine by January 1, 2003. This bill has been extended until
the summer of 2003 due to the budget and time necessary for the
construction and installation of large bomb detection machines
to aid in complying with such a task. With the estimated 1.5
billion bags that get checked each year at U.S. airports the TSA
plans to use the bomb detection machines to completely automate
the process, but until then as of New Year’s Day all checked
bags will still be searched exhorting all resources available.
Although, the policies and
methods of security detail will vary among different airports
here are a few things for the travelers of 2003 to be aware of.
A government issued ID should be kept on hand
which will be shown several times before reaching the gate.
Coats and sometimes shoes will need to be removed
and screened along with all other carry-on luggage.
Travelers may be randomly selected for a second,
and even a third, search.
At more than 40 airports passengers with carry-on
luggage can no longer go straight to the gate.
Checked bags may be searched by either human
hands, wands that detect explosives on the baggage,
bomb-sniffing dogs, passenger to luggage matches, bomb detection
machines or possibly all of the above.
Again due to differing methods, policies and schedules you may
want to call ahead to confirm how much addition time you should
allow yourself before your scheduled departure.